Air India Denies Wheelchair Request, Injures 82-Year-Old

Elderly Woman Injured at Delhi Airport Due to Alleged Lack of Wheelchair Assistance from Air India

An 82-year-old woman suffered serious injuries at Delhi Airport (DEL) after Air India (AI) reportedly failed to provide the pre-booked wheelchair service essential for her safety. This incident has sparked outrage online, as shared by her granddaughter, Parul Kanwar, highlighting the need for better accessibility for elderly passengers.

According to Kanwar’s post on social media platform X, her grandmother, the widow of a decorated lieutenant general, had confirmed wheelchair assistance for their flight from Delhi to Bangalore on March 4, 2025. However, upon arrival, the promised wheelchair was nowhere to be found.

Air India Passenger Injured: What Happened?

In her detailed account, Kanwar described the harrowing ordeal her grandmother faced. "With no other option, this elderly lady slowly made her way across three parking lanes at T3 New Delhi, assisted by family," she wrote. Despite reaching the terminal, no assistance was provided to help her.

The 82-year-old ultimately collapsed near Air India’s premium economy counter, suffering injuries to her head, nose, and lip. Kanwar claimed that airline staff did not provide immediate help or first aid, forcing her family to manage the situation on their own.

When a wheelchair finally arrived, the airline boarded her grandmother without a thorough medical examination, even though there was visible bleeding. During the flight, crew members offered ice packs and informed medical personnel upon landing in Bengaluru, where the elderly woman received two stitches.

Sadly, the 82-year-old has been hospitalized in the ICU for two days following the incident. "Today, I sit here typing this from the ICU. She has been here for two days under observation for potential brain bleeds," Kanwar shared emotionally. "From where we stand, it’s a long road ahead of pain and recovery, which she did not deserve."

The family has since filed formal complaints with the Directorate General of Civil Aviation (DGCA) and Air India, seeking accountability for what they describe as negligence in providing pre-booked wheelchair assistance.

Air India Responds to Allegations

Air India has issued a statement addressing the family’s claims, disputing several key points in their account. The airline acknowledged the incident but presented a different version of events. According to an Air India spokesperson, the passenger arrived at the terminal later than the recommended two hours before departure. The family allegedly requested wheelchair assistance less than 90 minutes prior to the flight.

"Due to the unprecedented demand at that hour, a wheelchair could not be provided within the 15 minutes that the family spent waiting," the spokesperson stated. "The claims of the passenger waiting for an hour are baseless."

The airline further contended that the passenger chose to walk on her own before collapsing and insisted that Delhi Airport officials and a doctor provided immediate first aid. Air India maintains that its staff was courteous and assisted the family throughout their journey.

The airline categorically denied refusing wheelchair assistance, asserting that at no point was support denied to the passenger. Air India has reportedly reached out to the family to express concern for the passenger’s well-being.

This unfortunate incident raises crucial questions about the provision of assistance for elderly travelers. It highlights the importance of airlines ensuring that vulnerable passengers receive the care and support they need. If you have thoughts on this situation or similar experiences, feel free to share your comments below. For more updates, check out our related articles on air travel safety and accessibility measures.